Client Services Representative

Tomjames; North Carolina; On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

Generous Paid Time Off

Retirement Savings Plan

9 Paid Holidays

Profit Sharing

Employee Stock Purchase Plan

Job summary

Tom James Company, a leading maker and retailer of made-to-order clothing, seeks a Client Services Representative to manage collections, respond to inquiries, and support Sales Professionals. The role emphasizes professional communication, issue resolution, and maintaining customer relationships to protect financial health.

Ideal candidates will have at least one year in collections or accounts receivable, strong communication skills, and the ability to balance service with company objectives.

Qualifications

• Excellent verbal and written communication skills with customers, Sales Professionals, and employees at all levels.
• Strong customer service skills with the ability to de-escalate difficult situations and build positive relationships.
• Ability to prioritize multiple responsibilities, manage time effectively, and stay calm under pressure.

Responsibilities

• Prepare, review, and distribute collection letters and other correspondence.
• Place and receive collection calls to resolve delinquent balances.
• Respond to customer inquiries via phone, email, and written correspondence regarding balances and questions.
• Contact customers about past-due accounts, discuss options, and document activity.
• Maintain payment plans and records with timely follow-up.
• Collaborate with Sales Professionals to resolve issues while protecting relationships.
• Provide professional, empathetic customer service and support the sales cycle.

Skills

Verbal communication

Written communication

Customer relationship management

Problem solving

Time management

Attention to detail

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Tom James Company is the world’s largest manufacturer and retailer of made-to-order clothing and the engine behind one of the most established tailored clothing brands. As one of the few remaining vertically integrated clothing retailers—controlling the entire manufacturing process ‘from sheep to suit’—we offer unparalleled value to those with an eye for quality. The Client Services Representative plays a key role in delivering exceptional customer service while helping maintain the company's financial health. This position partners closely with clients, Sales Professionals, and internal departments to resolve account issues, manage payment arrangements, and collect outstanding balances in a professional and customer-focused manner. The ideal candidate is an effective communicator with strong problem-solving skills who can balance excellent customer service with sound business judgment while supporting the Tom James sales cycle and delivering a positive client experience.

• Prepare, review, and distribute collection letters and other correspondence in accordance with company policies and established procedure
• Place and receive collection calls in a professional, courteous, and customer-focused manner while working to resolve delinquent account balances
• Respond promptly to customer inquiries by phone, email, and written correspondence regarding account balances, billing questions, payment history, and other account-related concerns
• Contact customers regarding past-due accounts, discuss payment options, negotiate payment arrangements within established guidelines, and document all collection activity
• Maintain and monitor customer payment plans and records, ensuring timely follow-up and accurate account documentation
• Partner with Sales Professionals to resolve collection issues while balancing positive customer relationships with the company's financial objectives
• Provide exceptional customer service by communicating professionally, demonstrating empathy, and resolving issues in a timely and effective manner
• Develop and maintain a thorough understanding of the Tom James sales cycle, business processes, products, and customer service standards to effectively support customers and Sales Professionals
• Protect confidential customer and financial information by adhering to company policies and applicable privacy requirements
• Performs other related duties, as required or assigned
• Maintain regular and reliable on-site attendance

The ideal candidate will have:

• Excellent verbal and written communication skills with the ability to communicate professionally and effectively with customers, Sales Professionals, and employees at all organizational levels.
• Strong customer service skills with the ability to de-escalate difficult situations and build positive working relationships
• Demonstrated ability to prioritize multiple responsibilities, manage time effectively, and remain composed under pressure
• Strong organizational skills with exceptional attention to detail and accuracy
• Proficiency with Microsoft Office applications and the ability to learn company-specific software and systems.

• High school diploma or equivalent required
• Minimum of one year of collections, accounts receivable, customer service, or related experience involving telephone communication and customer interactions
• Experience handling sensitive customer conversations while maintaining professionalism
• Experience working in a fast-paced environment with competing priorities

At Tom James Company, we believe that taking care of our team is just as important as taking care of our customers. We offer a comprehensive benefits package designed to support your well-being and help you thrive, both personally and professionally. Here is a glimpse of what you can expect as part of our team:

* Health, Dental, and Vision Insurance

* Generous Paid Time Off

* Retirement Savings Plan

* 9 Paid Holidays

* Profit Sharing

* Employee Stock Purchase Plan